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Cited by

• 2002Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park382 cited
• 2002Reflections on tourist satisfaction research: Past, present and future165 cited
• 2006Developing a service quality questionnaire for the hotel industry in Mauritius133 cited
• 1995„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse126 cited
• 2001Service Quality Evaluation at Events through Service Mapping124 cited
• 2016Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis120 cited
• 2008Relationship Marketing, Customer Satisfaction and Loyalty: A Theoretical and Empirical Analysis From an Asian Perspective111 cited
• 2003PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*77 cited
• 2016Service quality of airports' food and beverage retailers. A fuzzy approach72 cited
• 2014Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers65 cited
• 2010Correlation Analysis of Service Quality Gaps in a Four-Star Hotel in Iran54 cited
• 2000The Importance of Internal Relationship Marketing for External Relationship Success53 cited
• 2001PERSPECTIVE: Creating a platform‐based approach for developing new services